Enhancing Customer Ordering and Support Experiences Through Salesforce for a Global Cosmetics Brand
Executive Summary
A global cosmetics and skincare company relies on two critical sales channels: Independent Beauty Consultants (IBCs) who sell products directly to customers and consumers who purchase online through e-commerce.
To support both channels, the company uses Salesforce Sales Cloud and Service Cloud to manage customer, consultant, and support operations, alongside Salesforce Commerce Cloud for online ordering and transaction processing. The client needed a reliable way to manage ordering across these connected Salesforce platforms while improving visibility into order issues, exceptions, and customer support requests.
Rialtes implemented and continues to support Salesforce Sales Cloud, Service Cloud, and Commerce Cloud capabilities for consultant ordering, consumer e-commerce transactions, and end-to-end order issue management.
Client Profile
The client is a globally recognized cosmetics and skincare company operating a consumer e-commerce channel. The organization serves two distinct audiences: Independent Beauty Consultants who order products for themselves and their customers, and consumers who buy directly through e-commerce.
Its technology ecosystem includes:
- Salesforce Sales Cloud for consultant and customer relationship management
- Salesforce Service Cloud for customer support and case management
- Salesforce Commerce Cloud for online ordering and digital commerce experiences
The Challenge
The client needed to support a seamless ordering experience across multiple customer groups while managing order-related issues that could originate in different Salesforce platforms.
Business Challenges
- Independent Beauty Consultants depend on accurate and timely order processing to support their business and customer relationships.
- Direct consumers expect a frictionless online purchasing experience.
- Different teams often needed visibility into the same order lifecycle across sales, service, and commerce functions.
- Order-related issues required coordinated resolution rather than siloed responses from separate platform teams.
Technical Challenges
- Order information and customer interactions were distributed across Sales Cloud, Service Cloud, and Commerce Cloud.
- Teams needed greater visibility into order exceptions and their resolution status.
- The organization required a structured process for managing order issues from identification through resolution.
Our Solution
Salesforce Commerce Cloud
Rialtes enhanced ordering capabilities for both Independent Beauty Consultants and direct consumers, supporting product discovery, ordering, and commerce transactions across digital channels.
Salesforce Sales Cloud
The team configured and supported consultant and customer management capabilities, helping business users track relationships, account activity, and order-related information within Salesforce.
Salesforce Service Cloud
Rialtes enabled customer support teams to manage order-related inquiries, service requests, and issue resolution processes through a centralized case management framework.
End-to-End Order Exception Management
A key focus of the engagement was establishing a structured process for investigating and resolving order issues across Salesforce platforms.
We created an operational model that allowed teams to:
- Identify order issues faster
- Trace problems across systems
- Coordinate resolution activities
- Verify outcomes before closing issues
Ongoing Application Support
Rialtes continues to provide production support, platform enhancements, and issue management across the Salesforce environment, helping maintain performance and improve ordering experiences over time.
Benefits & Outcomes
| Business Impact | How Rialtes Delivered It |
|---|---|
| Seamless ordering experience across consultant and consumer channels | 200+ scenarios migrated; unlimited cloud scale |
| Better visibility into order-related issues | Established end-to-end exception management across platforms |
| Improved consultant support | Delivered ordering capabilities tailored to Independent Beauty Consultant workflows |
| More consistent consumer experiences | Connected ordering and support processes across Salesforce platforms |
| Reduced operational silos | Introduced a unified support and issue-resolution model |
| Greater scalability | Built a foundation for future enhancements and business growth |
